This week we talked about Customer Relationship Management (CRM) as a process and as a software application. Based on the CRM concepts learned, answer the following questions:
List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight.
1. Flight pattern
2. Customer's performance
3. Destination
4. Airlines
How does information from CRM improve these interactions ?
Above data will let us know that when is peak season? Which destination does customer usually book business class ? How much does customer spead on flight per year? How frequent does customer travel per year?
Above information can help companies improve the process of making a reservation, taking a flight or using frequent flyer miles.
What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?
- Sales
- Help sales staff to meet customer satisfaction and improvement. The system gives them the updated product and pricing information, all the promotions/discounts available, and the customer's up-to-date record. This helps them do their job more effectively and even allows them to give personalized services to customers at the time of sale.
- Marketing
- Manage marketing campaigns and analyze the results i.e. special offer/ promotion
- CRM identifies opportunities for cross- selling, up- selling and product bundling,
i.e.hotel package
- Customer support
- Assign and manage customer service requests i.e. increase manpower in peak season
2009年5月29日星期五
Session Two: Assignment One Question
Visit the SAP Small Business web site.Scroll down the page and click the "View the Demo" link under the "Inventory and Operations" section.The demo will launch within your web browser. There are 4 tracks in the video. You only need to view Track 1: Introduction and Track 2: Automate the Order-to-Delivery Process.Answer the following questions after viewing the video:
Which departments within the company are integrated within the Order-to-Delivery process ?
Sales Department and Warehouse Department.
Which steps are included in the Order-to-Delivery process ?
Sales department received order from the client and confirm the order by entering the details into SAP system. If it has stock, it will be automaticlly transfer to warehouse department and confirm same day delivery. After that, Warehouse departments will print packing slip and delivery note.
What factors would you consider when deciding whether ERP is suitable or not for a small business ?
We would consider efficiency and costing when deciding whether ERP is suitable or not for a small business.
ERP can be lower quotes, reduce lead time, improves responsiveness for sales department. It will be faster design and production for manufacturing. It accurates customer service history and warrantly for customer service.
We entered stock data in system, it is easily to check stock by computer instead of checking it physcially. It can share common data and practices across the enterprise.(e.g. office in H.K., warehouse in New Territories, factory in Southern China). It saves much labor cost. In long run, ERP cost can cover labor cost.
Which departments within the company are integrated within the Order-to-Delivery process ?
Sales Department and Warehouse Department.
Which steps are included in the Order-to-Delivery process ?
Sales department received order from the client and confirm the order by entering the details into SAP system. If it has stock, it will be automaticlly transfer to warehouse department and confirm same day delivery. After that, Warehouse departments will print packing slip and delivery note.
What factors would you consider when deciding whether ERP is suitable or not for a small business ?
We would consider efficiency and costing when deciding whether ERP is suitable or not for a small business.
ERP can be lower quotes, reduce lead time, improves responsiveness for sales department. It will be faster design and production for manufacturing. It accurates customer service history and warrantly for customer service.
We entered stock data in system, it is easily to check stock by computer instead of checking it physcially. It can share common data and practices across the enterprise.(e.g. office in H.K., warehouse in New Territories, factory in Southern China). It saves much labor cost. In long run, ERP cost can cover labor cost.
Session 1: Assignment One Question
Think of a business or organization that you admire, then describe two examples of how that business is supported by information systems. For example, do they use it for operational excellence ? Or do they use it to create new products and services ?
Octopus is an electronic payment system using a contactless smartcard.
In the beginning they aimed to develop a simple way to pay fares on public transport in Hong Kong.
Then they extended our reach into simple micropayments for purchases in retail outlets and a simple way for cardholders to gain access to buildings and schools and to identify themselves.
Today, over 2,000 service providers accept Octopus, and new uses are regularly being added. Octopus' success is important to Hong Kong people not only because it's part of everyday life - it's also made everyday life so much easier.
Where to use Octopus in Hong Kong
Octopus is available at over 2,000 different service providers including public transportation services, apparel stores, bakeries, car parks, cinemas, convenience stores, fast food chains, household stores, leisure facilities, personal care stores, photo finishing stores, photocopiers, supermarkets, and vending machines.
Now we no longer need to worry about running out of value on your Octopus, because we can sign up for the Octopus Automatic Add Value Service (AAVS).
With AAVS, HK$250 or HK$500 (to be decided by customers upon application) will be automatically added to our Octopus when the remaining value reaches a zero or negative balance, or when its remaining value plus the maximum negative value is insufficient to settle the full cost of the transaction. Each Octopus can be automatically reloaded once a day. The reloaded amount will be deducted from our designated credit card account, with every AAVS transaction shown clearly in our statement.
Convenience - With AAVS, we don't have to worry about running out of money on our Octopus. We can carry on shopping and parking - worry free!
Available for all Octopus products - Customers can conveniently register for AAVS with any type of Octopus product, including Sold Octopus, Octopus watches, pocket watches and mobile phone straps etc.
E-banking is an online banking service that breaks through time and geographical boundaries and helps we manage our company finances with more ease. With Business e-Banking Services, our company can appoint multiple users with different access rights and authorities, review an at-a-glance summary of balances and transactions of related companies and allow a maximum of two users to jointly authorise online transactions.
The following services are currently available:
Cash Management Services
Trade Services
Facility Details
Investment Services (Enquiry only)
MPF Services
e-mail Services
Management Control
It provided that we have access to the Internet with the recommended browser in our notebook, we will be able to access e-Banking Services anywhere around the world.
Octopus is an electronic payment system using a contactless smartcard.
In the beginning they aimed to develop a simple way to pay fares on public transport in Hong Kong.
Then they extended our reach into simple micropayments for purchases in retail outlets and a simple way for cardholders to gain access to buildings and schools and to identify themselves.
Today, over 2,000 service providers accept Octopus, and new uses are regularly being added. Octopus' success is important to Hong Kong people not only because it's part of everyday life - it's also made everyday life so much easier.
Where to use Octopus in Hong Kong
Octopus is available at over 2,000 different service providers including public transportation services, apparel stores, bakeries, car parks, cinemas, convenience stores, fast food chains, household stores, leisure facilities, personal care stores, photo finishing stores, photocopiers, supermarkets, and vending machines.
Now we no longer need to worry about running out of value on your Octopus, because we can sign up for the Octopus Automatic Add Value Service (AAVS).
With AAVS, HK$250 or HK$500 (to be decided by customers upon application) will be automatically added to our Octopus when the remaining value reaches a zero or negative balance, or when its remaining value plus the maximum negative value is insufficient to settle the full cost of the transaction. Each Octopus can be automatically reloaded once a day. The reloaded amount will be deducted from our designated credit card account, with every AAVS transaction shown clearly in our statement.
Convenience - With AAVS, we don't have to worry about running out of money on our Octopus. We can carry on shopping and parking - worry free!
Available for all Octopus products - Customers can conveniently register for AAVS with any type of Octopus product, including Sold Octopus, Octopus watches, pocket watches and mobile phone straps etc.
E-banking is an online banking service that breaks through time and geographical boundaries and helps we manage our company finances with more ease. With Business e-Banking Services, our company can appoint multiple users with different access rights and authorities, review an at-a-glance summary of balances and transactions of related companies and allow a maximum of two users to jointly authorise online transactions.
The following services are currently available:
Cash Management Services
Trade Services
Facility Details
Investment Services (Enquiry only)
MPF Services
e-mail Services
Management Control
It provided that we have access to the Internet with the recommended browser in our notebook, we will be able to access e-Banking Services anywhere around the world.
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